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Job Details
Posted date: Mar 14, 2025
There have been 116 jobs posted with the title of Sr. Product Manager - Tech all time at Amazon.There have been 116 Sr. Product Manager - Tech jobs posted in the last month.
Location: Austin, TX
Estimated salary: $185,650
Range: $136,100 - $235,200
Description
This role has the unique opportunity to shape the delivery driver support experience for one of the largest and most complex customer service operations in the world. As a Sr. Product Manager-Tech in the Shipping & Delivery Support (SDS) Tech team, you will own the product strategy for our first-ever, two-prong conversational artificial intelligence (AI) product suite designed to serve our delivery drivers from Amazon's Flex mobile app and our customer service associates (CSAs), working backwards from their most important scenarios to define an end-to-end experience that reduces effort in handling delivery defect scenarios and non-delivery use cases in onboarding, active, and offboarding lifecycle phases.With your expertise in new product strategy, the use of AI to develop human-like interactions, and conversational experience design, your leadership will ensure that Amazon drivers and CSAs are empowered with a low-friction, intelligent interface that can directly solve defects and provided expedited, context-aware live support for advanced remediation when required. You will work across a wide range of internal and external tech teams and with a range of stakeholders, including business intelligence (BI) and science peers, support program managers, and support operations owners, to validate the top problems to solve via AI, identify the crucial investment areas for automation and self-service capabilities that should exist in the native mobile client, and develop the business and experience requirements that define the product roadmap.
You will ensure that your products are designed to foster innovation and generate data-driven decision-making at high speed and drive positive driver engagement, leading to consistent improvements in the efficacy of AI. Ultimately, your vision and expertise will help advance Amazon’s ability to provide exceptional customer service through strategic use of generative AI (genAI) capabilities.
Objectives of this role:
- Drive the product development lifecycle and go to market of the SDS driver assistant for delivery drivers via Amazon's mobile app and CSA-facing assistant in Amazon’s customer service system.
- Gain deep understanding of driver needs, Amazon Flex and SDS business and operations strategy, and the Amazon Customer Service and Last Mile technology landscapes to identify the most impactful opportunities for use of large language models (LLMs).
- Collaborate with User Experience (UX) Research and Design teams to design, prototype, and user test the products to baseline and validate end user experience.
- Develop high-quality documentation and user stories that effectively communicate the experience vision and enable UX designers, science, and software development partners to efficiently create and scale the desired experience.
- Collaborate with BI and science leaders to define product success metrics, ensure that AI efficacy is measurable, and apply best practices for experimentation and evidence-based decision making to optimize the products’ impact on customer service and experience.
- Create and maintain the product roadmap for short-term and longer-term intervals, aligning with stakeholders and balancing tradeoffs to maximize value for customers and the business.
- Partner with science and software development team members to evaluate the latest technologies and methodologies producing natural, responsive dialogue with end users.
- Own the product line with an entrepreneurial mindset, taking responsibility for the success of the products and driving innovation through effective collaboration with cross-functional teams.
Key job responsibilities
- Drive the execution of all processes in the product lifecycle, from ideation to product launch. This includes conducting user research, journey mapping, and sprint planning, as well as developing product requirements and roadmaps.
- Create product strategy documents that describe the problems to solve, scenarios and use cases, technical and business intelligence requirements, and acceptance criteria.
- Collaborate closely with technical teams to identify optimal solutions, challenge technical design and estimates, ensuring that the product meets the needs of our customers.
- Partner with UX, science, and engineering in the development, QA, and release of products, and balance trade-offs to ensure delivery while maintaining the highest-quality product experience.
- Work with Program, Operations, and Training teams to support change management and go-to-market success and run-the-business performance.
- Represent your product updates in monthly and quarterly business reviews and regular email communications.
A day in the life
“If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!”
Benefits Summary:
“Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan”
About the team
Amazon’s SDS provides customer value by combining expertise in Amazon transportation services with the scale and support infrastructure of ACS. In SDS, we work to eradicate defects, obsess over customers and delivery drivers experiencing exceptions, and invent solutions leveraging the power of ACS and Amazon transportation technologies. SDS owns the driver and recipient support experience; provides the tools, processes, and people that enable self-service, automated, and human interactions; and incubates support for new businesses and de-specializes mature ones. The solutions we build impact thousands of delivery drivers and tens of millions of customers, worldwide, solving complex transportation opportunities for our CSAs and Customers.
Qualifications
- Bachelor's degree- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience managing technical products or online services
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
Extended Qualifications
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight- Experience in building and driving adoption of new tools
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,100/year in our lowest geographic market up to $235,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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